Senior Technical Lead

Technology, Data & Digital · Software & Web Development · Software Engineering · Business Intelligence

In short

Seeking a Senior Technical Lead with expertise in Microsoft Dynamics 365 CRM and Power Platform to design and implement Case Management solutions for the Volvo Group in Bengaluru, India. This role involves leading requirement gathering, solution design, configuration, and Azure integrations for sustainable transport initiatives.

Responsibilities

Lead and participate in requirement-gathering workshops with business stakeholders.
Analyze business processes and translate them into effective Dynamics 365 Customer Service solutions.
Configure and customize Customer Service components such as Cases, Queues, SLAs, Entitlements, Routing, and Knowledge Base.
Leverage Power Platform capabilities (Power Apps, Power Automate, Power BI, Dataverse) to extend CRM functionality.
Design and oversee Azure integrations using Logic Apps, Service Bus, Function Apps, and API Management.
Work closely with Solution Architects and Technical Teams to ensure scalability, performance, and compliance with enterprise architecture.
Prepare functional design documents, configuration guides, and end-user training materials.
Support testing, UAT, deployment, and post-implementation stabilization activities.
Drive continuous improvement through governance, best practices, and process optimization.
Foster collaboration and knowledge sharing across teams and geographies.

Requirements

8+ years overall IT experience.
5+ years in Dynamics 365 Customer Service solution consulting and delivery.
Deep knowledge of D365 CE Customer Service (Case Management, SLAs, Entitlements, Knowledge Base, Omnichannel).
Proficiency in Power Apps (Canvas/Model-driven), Power Automate, Dataverse, Power Pages and Power BI.
Familiarity with Azure components (Logic Apps, Service Bus, Function Apps, API Management) and CRM integration patterns.
Proven track record in requirement gathering, functional design, configuration, testing, and go-live support.
Excellent communication, presentation, and stakeholder management skills.
Exposure to Agile / DevOps delivery models and change management practices.

Desired Qualifications

Bachelor’s degree in computer science, Information Systems, or a related field.
Microsoft Certifications preferred: MB-230: Dynamics 365 Customer Service Functional Consultant, PL-200 / PL-400 / AZ-204 / AZ-900.
Experience working with Manufacturing industry processes and exposure to other Dynamics 365 CE modules such as Sales, Field Service, or Marketing.

Skills

Microsoft Dynamics 365 CRMDynamics 365 Customer ServicePower PlatformPower AppsPower AutomateDataversePower BIAzureLogic AppsService BusFunction AppsAPI ManagementAgileDevOpsChange ManagementCase ManagementSLAsEntitlementsKnowledge BaseOmnichannelPower Pages

#IT Professional#Solution Consultant#Microsoft Dynamics 365 CRM#Transport#Sustainable Transport#Infrastructure Solutions#Case Management Platform#Volvo Group#Agile#Power Platform#Azure#Integration

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